Cancellation

[Susie34]

Hi there I am a host and have a guest that wants to cancel. I have a strict cancellation policy in place.

It is extenuating circumstances and I am happy to give them a full refund as we are likely to get another booking.

How do I go about this?

Does Airbnb take a fee?

Many thanks

[Mika8]

let the guest handle that with airbnb

[Emiel1]

@Susie34 

This is a issue the guest need to resolve themself with Airbnb (as you can not refund the Airbnb Service fee). Procedures to follow are here:

https://www.airbnb.com/help/article/1339/how-do-i-file-an-extenuating-circumstances-claim

If Airbnb is NOT taking the claim of the guest as "extenuating circumstances", the guest can contact you again for some refund.

Best regards,

Emiel

[Susie34]

Thanks. They are maybe not worried about the fee refund.

Can i just refund then what I get through BACS?

Do you know the % of the fee Airbnb would take?

Thanks

[Mark116]

@Susie34   You really want your guests to do this and not you.  Sometimes if you do a custom refund, airbnb will still do their own refund, so the guests will be refunded twice.  Just tell the guests to contact airbnb, give their extenuating circumstances and cancel.  You can tell them to tell airbnb to contact you and confirm that you are fine with the cancellation and full refund.  I really would not do anything on your end though.

[Jeff158]

@Susie34 

Do not refund your guest, the guest might have only paid the 50% deposit and not paid the balance yet.

Get customer service to sort it out